Volunteer caseworkers are the lifeblood of SSAFA, supporting serving personnel, veterans and their families who need financial, practical, and emotional assistance.
Upon accepting a potential beneficiary’s case, a caseworker becomes their SSAFA point of contact. Caseworkers listen without judgement, gather information and assess support needs. They then complete a written case report outlining the help required.
A successful outcome could mean securing funding for; special equipment for someone with a disability, adaptions to a property so a beneficiary can remain at home, or for a rental deposit.
Caseworkers also sign-post people to specialist advice for example, support with benefits, housing, debt and mental health. The assistance provided through casework will often be life changing.
What would you be doing?
• Contacting beneficiaries and arranging to meet them at a mutually convenient time.
• Meeting beneficiaries and completing a form to assess their circumstances, using good communication skills, empathy and understanding.
• Sign-posting beneficiaries onto local services providing specialist advice.
• Applying for funding on the behalf of the beneficiary through a specific process and system.
• Arranging for the purchase of goods and services.
• Keeping the beneficiary informed of their case progress.
• Liaise with the branch and regional office, regarding your availability.
• Keeping up to date with training and SSAFA news so that you are best able to support clients.
• Being a positive ambassador for SSAFA remembering that anyone you meet could be a potential client, volunteer, or fundraiser.
• Volunteering within the standards and values of SSAFA.
• Adhering to SSAFAs policies and procedures at all times, including safeguarding, volunteering policy, equality, diversity and inclusion, health and safety, data protection and confidentiality.
We welcome volunteers of all backgrounds, abilities, races, sexual orientations, socio-economic backgrounds, and of all faiths and none. SSAFA are committed to making reasonable adjustments to support volunteers with disabilities, so they have access to the same opportunities and experiences as volunteers who do not.
Skills
•Good listening and communication skills including written and spoken English
• Respectful and non-judgemental with clients, their family, other agencies and SSAFA colleagues
• Willingness and ability to learn basic digital skills. Ability to send and receive emails – you will receive your own SSAFA email address which you will be required to use when exercising your role
• Ability to make enquires on behalf of clients by phone, email, letter or by filling in forms
• If required, willingness to use our on-line case management system (this is covered in the caseworker training course)
• Ability to keep within boundaries of the role with regards to friendship or giving advice
• Reliable attitude, contact clients promptly, keep appointments, update the branch regarding your availability.
• Access to public transport or a car to travel to appointments with clients.
•Access to IT equipment such as a PC or laptop and the internet to carry out the administration related to casework.
• Friendly and approachable with some experience of coordinating people and admin
• Practice confidentiality and data protection in line with SSAFA policies.
Availability
Start Date: 09/06/2026
| Mon | Tue | Wed | Thu | Fri | Sat | Sun | |
|---|---|---|---|---|---|---|---|
| Morning | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
| Afternoon | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
| Evening | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
Depending on an individual’s circumstances, the time required to complete a case can vary, usually taking about one month. This role suits people who can spare one to two hours per week, once they have accepted a case.
Location
Working from home
Interests
- Advisory Services
- Local Community
Activities
- Administration
- Advice, information, Support
- IT